Customer Experience Analyst in Austin, TX at Volt

Date Posted: 7/5/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Austin, TX
  • Duration:
    24 weeks
  • Date Posted:
    7/5/2018
  • Job ID:
    124856
  • Pay Rate
    $15.0 - $15.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    512/338-4444

Job Description

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Volt Workforce Solutions is supporting a client that is a leading provider of Prepaid debit cards and commercial prepaid card solutions in the U.S. They serve the estimated 68 million under banked consumers who do not have a traditional bank account or who rely on alternative financial services, by offering products that are flexible with powerful features designed just for them.

The CRT analyst is responsible for responding to consumer complaints. The analyst is responsible for researching and responding to customer inquiries and complaints from internal and external sources and identifying opportunities for improvement in the customer experience.

Responsibilities:

  • Resolve complaints related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that cannot be resolved at the CSII or CSIII agent level
  • Consistently think outside the box and make sound judgment calls to resolve complaints
  • Issue monetary adjustments for refunds and/or charges
  • Identify opportunities for process improvements in all departments that lead to higher standard of service for customers

Skills/Education/Experience:

  • Two or more years of customer service experience, preferably in an escalations capacity
  • Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to Customers and external agencies
  • Ability to collect and analyze data to assist in identifying trends/process gaps
  • Strong knowledge of products and processes a plus
  • Relates well to all kinds of people
  • Calm demeanor when handling escalated situations
  • Able to multi-task while working in a fast-paced environment
  • Ability to work a flexible work schedule a plus
  • Self-starter with sharp eye for detail required
  • Ability to work well in a collaborative work environment
  • Bilingual/Spanish preferred

Volt is an Equal Opportunity Employer